Summary
Overview
Work History
Education
Skills
Certification
Area Of Expertise
Timeline
Generic

Linden Booze

Los Angeles,CA

Summary

Dedicated results-driven professional with 10 years of experience in IT engineering and support, and one year of military service in the US Army. I am seeking to apply my leadership skills I learned in the military along with my IT support skills as a Tier II IT support Specialist with extensive analytical and problem-solving skills used to identify and troubleshoot network issues in the most applicable approach. Expert in integration and maintenance of standard voice, data, and video network infrastructure.

Experienced with diagnosing and resolving complex technical issues. Utilizes strong troubleshooting skills to enhance system stability and performance. Track record of effective communication and collaboration with team members to meet and exceed customer expectations.

Technical support professional with focus on resolving customer issues and enhancing system functionality. Known for reliability and adaptability in dynamic environments. Possesses strong analytical skills and commitment to team collaboration and achieving results.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Tier 2 Technical Support Specialist

Disney (Merge IT)
12.2021 - 05.2023
  • Assist executive officials with any of their IT needs with a sense of urgency.
  • Give solutions to a team about ongoing issues.
  • Strong analytical skills, with the ability to work with technicians from various engineering disciplines to troubleshoot complex system-level issues.
  • Resolving over 20 network issues.
  • Improve network-relevant continuity.
  • Supported over 300 end user’s issues in-person, over the phone and through Microsoft teams.
  • Troubleshooting and resolving over 10,000 technical issues.
  • Worked and assisted over 15 high profiles end users.
  • Led initiatives to update internal knowledge bases with relevant information on emerging technologies, trends, or tools that impacted the role of a Technical Support Specialist positively.
  • Enhanced customer satisfaction by resolving complex technical issues and providing efficient solutions.
  • Assessed technical complexity of tickets to escalate to Tier 3 team.

Tier 2 IT support

Wells Fargo
10.2019 - 12.2021
  • Assist executive officials with IT needs with a sense of urgency.
  • Provide support to customer calls on the more complex issues.
  • Serve as a liaison between the customer and various departments to troubleshoot and resolve local network problems.
  • Perform installations, upgrades, and troubleshooting for 70+ users and 120 devices, including laptops, desktops, printers, and smartphone devices.
  • Configure and install local servers, execute hardware and software upgrades, and support disaster recovery and backup procedures.
  • Install firewalls and anti-virus software and deploy 2-factor authentication to ensure data integrity and cybersecurity for highly sensitive legal documentation.
  • Attend meetings with the IT department to identify continuous improvement opportunities and enhance the delivery of IT services to users.
  • Carried out troubleshooting processes and diagnosed issues related to hardware, software, and networks, which included maintaining a knowledge base of solutions to improve resolution times for recurring problems by over 30%.
  • Software is updated with latest features.
  • Document and maintain software functionality.
  • Write well designed, testable codes.
  • Comply with project plans and industry standards.
  • Troubleshoot, debug, and upgrade existing systems.
  • Develop flow charts, layouts, and documentations to identify requirements and solutions.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.

Tier 1-2 IT Support

GRS
09.2013 - 08.2019
  • Work within the ticketing system to create detailed work logs.
  • Use appropriate documentation and communication to inform team of important issues and information which will help improve team performance.
  • Inform and coordinate with operations and other computer users of procedures that would disrupt/interrupt, affect or interrupt with their work.
  • Provide remote troubleshooting and support to resolve issues for computers or operating systems.
  • Referred difficult issues to upper management while maintaining positive rapport with customer.

Agent

Geek Squad
10.2017 - 08.2018
  • Achieved customer service scores of 90% across customer satisfaction surveys.
  • Troubleshot issues impacting computers, smartphones, and Apple products for up to 15 customers per day, which included performing root cause analysis, performing software updates, and identifying technical solutions.

Education

digital photography -

Howard Community College
Columbia, Maryland

Computer science -

DeVry University
Los Angeles, California

Basic training -

US Army Fort Jackson
Columbia, South Carolina

Skills

  • Active Directory
  • ServiceNow
  • Software Troubleshooting
  • Deployment
  • Hardware Deployment
  • Hardware Troubleshooting
  • Computer Programming
  • Decoding
  • Cloud Resources
  • Process Improvement
  • Network-Relevant Continuity
  • Single Mode Cables
  • Multimode Cables
  • Cross-Over Cables
  • C
  • HTML
  • Ruby on Rails
  • Python

Certification

  • CompTIA A+
  • Network Plus

Area Of Expertise

  • Active Directory
  • Service Now
  • Software Troubleshooting
  • Deployment
  • Hardware Deployment
  • Hardware Troubleshooting
  • Computer Programming
  • Decoding
  • Cloud Resources
  • Process Improvement
  • Network-Relevant Continuity
  • Single Mode
  • Multimode
  • Cross-Over Cables
  • C++
  • HTML
  • Ruby on Rails
  • Python

Timeline

Tier 2 Technical Support Specialist

Disney (Merge IT)
12.2021 - 05.2023

Tier 2 IT support

Wells Fargo
10.2019 - 12.2021

Agent

Geek Squad
10.2017 - 08.2018

Tier 1-2 IT Support

GRS
09.2013 - 08.2019

Computer science -

DeVry University

Basic training -

US Army Fort Jackson

digital photography -

Howard Community College

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Linden Booze